Review Time
Read the fine print carefully.
If you fail to give exactly 30 days’ notice, this company will not offer a prorated cancellation or any reasonable accommodation. I canceled through their own app within the window, but because I didn’t retain a receipt from their system, they are now attempting to charge me for an entire additional year.
To be clear: I followed up by email days later explicitly stating that I did not want to renew and wanted to ensure the contract was canceled. That communication was ignored in spirit if not in writing.
The customer service experience has been abysmal. Rigid policy enforcement is being used as a substitute for actual customer care, with zero effort to resolve the issue fairly or acknowledge clear intent. There is nothing customer-centric about this process, only a reliance on technicalities to extract payment.
For a software company that positions itself as a partner to modern businesses, this approach is short-sighted and deeply disappointing. Situations like this are exactly where companies prove whether they value long-term relationships or short-term revenue grabs.
I would strongly caution others to understand exactly what they are signing up for and how difficult this company makes it to exit, even when you act in good faith.
Read the fine print carefully.If you fail to give exactly 30 days’ notice, this company will not offer a prorated cancellation or any reasonable accommodation. I canceled through their own app within the window, but because I didn’t retain a receipt from their system, they are now attempting to charge me for an entire additional year.To be clear: I followed up by email days later explicitly stating that I did not want to renew and wanted to ensure the contract was canceled. That communication was ignored in spirit if not in writing.The customer service experience has been abysmal. Rigid policy enforcement is being used as a substitute for actual customer care, with zero effort to resolve the issue fairly or acknowledge clear intent. There is nothing customer-centric about this process, only a reliance on technicalities to extract payment.For a software company that positions itself as a partner to modern businesses, this approach is short-sighted and deeply disappointing. Situations like this are exactly where companies prove whether they value long-term relationships or short-term revenue grabs.I would strongly caution others to understand exactly what they are signing up for and how difficult this company makes it to exit, even when you act in good faith.
Sprout Social was once a software I referred widely.Today I wouldn't refer the software to anyone, ever. Their pricing is too high. Their contracts are horrible. They aren't staying on top of AI.Their support is the worst I've ever experienced. Good luck speaking to a company leader - it won't happen.Try Status Brew folks - it's great!
While the product itself is good, I strongly advise against signing up. I made the mistake of trusting a fast-talking sales representative who told me I could cancel at any time. To secure a specific rate, he signed me up for a 24-month contract but assured me this was merely a formality for their accounting purposes.Later, I realized Sprout Social offered far more features than I needed for my small business, and I sought a more affordable solution. Believing Sprout Social was a world-class company, I attempted to cancel, only to be told that I was locked in and owed them for another 18 months. Their approach was essentially "too bad for you."So, I'm warning you: while it's a good product, be certain about what features you'll actually use. It was overkill for my business, and I no longer trust the company. If you look at my review history, you'll see I've only ever given 5-star ratings until now. In my opinion, a good company makes it easy to join and easy to leave, encouraging customers to return willingly.P.S. My plan included no front-end support, so Sprout Social incurred no onboarding costs when they signed me up.
We've been using SS since 2020 at a public office. Since then, the price has risen dramatically without any service improvement. This tool's become outdated. There are some cleaner, reliable and, above all, cheaper alternatives.The time has come to cancel our subscription but it's been absolutely impossible. Their Customer Service is non-existent. They expect us to pay an aditional year subscription, which is simply not going to happen. Who can guarantee that you won't spend 3 months attempting to cancel without any success next year again?Our recomendation: stay away if you're not a client, run away if you are... but if they don't let you flee, just cut it off. Don't feed a dishonest company like this.
Echoing everyone else, Sprout is extremely difficult to cancel and makes you jump through so many hoops, there is no button to simply cancel, etc. We notified over a month in advance, and they took forever to respond, and finally told us that we couldn't get out of a contract that a prior employee had signed that we were unaware of. Despite our tight budget, team turnover, and good faith attempt to notify them, Sprout threatened to send us to collections if we didn't pay for the next full year. Writing this review in hope that other businesses don't fall into the same trap, and waiting for the federal government to regulate subscription services that don't provide an online cancellation option!
There is no simple way to cancel a subscription. Clicking on "deactivate now" does nothing (which you would think goes against the FTC Negative Option Rule, but I guess they don't care). They do not let you cancel even if you request to cancel prior to the renewal date. Their communication is great when they are doing their high pressure sales, but customer support is non existent. When they do reply, it is clearly just a copy and paste script with no real help.If you are a small non profit with a tight budget, do not use this service. Other than it being insanely overpriced compared to other products on the market, they will make it impossible to cancel your subscription and are not willing to work with you and your circumstances.It has been nearly a month and we are still waiting to speak with a real person to sort this situation out.
Sprout Social's cancellation policy is unreasonably rigid and fails to prioritise customer satisfaction. Despite attempting to cancel, we missed the deadline by just three days and were forced into another full year of payments without any flexibility. This lack of consideration for loyal customers is unacceptable. Businesses should be wary of subscribing, as Sprout Social prioritises strict policies over reasonable accommodations. If you're looking for a platform that values its users and provides better value for money, consider alternatives that offer fairer terms and stronger features.
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